Workforce Management Specialist #37361
Office Call Center
Boca Raton, FL Direct Hire Nov 20, 2024
Contemporary Staffing Solutions (CSS) is seeking a Workforce Management Specialist to join our client in Boca Raton, FL! This permanent opportunity offers $23-$26/Hour! The Workforce Management Specialist plays a critical role in ensuring optimal staffing and resource management within the contact center. This position is responsible for monitoring call traffic, managing agent schedules, and analyzing performance data to maintain service level objectives. The ideal candidate will collaborate with internal teams to forecast needs, adjust workflows, and provide first-line technical support to contact center staff.

Key Responsibilities:
  • Develop and manage agent schedules using workforce management software.
  • Track and forecast call traffic to align staffing with service demands.
  • Provide timely schedule adjustments and performance reports to management.
  • Analyze labor data to identify trends and support strategic staffing decisions.
  • Plan and oversee inbound and outbound campaigns, including call lists, scheduled callbacks, and marketing initiatives.
  • Collaborate with stakeholders to execute campaigns effectively.
  • Maintain and manage call system files and configurations.
  • Serve as a subject matter expert on workforce management tools and processes.
  • Provide tier-one technical support for contact center systems.
  • Monitor and communicate system downtimes or performance issues.

Qualifications:
  • High school diploma or equivalent; an Associate degree is preferred.
  • Minimum of three years in a related field, such as call center operations or administrative roles.
  • Proficiency in workforce management software, Microsoft Excel (advanced), and other Office Suite tools.
  • Experience with CRM and telephony systems (e.g., Salesforce, NICE).
  • Strong analytical skills and attention to detail.
  • Exceptional organizational skills and the ability to manage multiple priorities.
  • Strong communication and interpersonal abilities.
  • Technical aptitude for troubleshooting and system optimization.

Contemporary Staffing Solutions (CSS) has been a leading provider of contract, temporary, temporary-hire & direct hire solutions. We began as a staffing agency and evolved to a national provider of workforce management solutions with a niche recruitment focus in Accounting & Finance, Call Center & Office, Human Resources, Sales & Marketing, & Information Technology. To learn more about CSS, visit our website: www.ContemporaryStaffing.com.